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The Ombudsman, Mr Alan Lai, is initiating a direct investigation into the mechanism of the Transport Department (“TD”) for monitoring the frequencies of franchised bus services, pursuant to section 7(1)(a)(ii) of The Ombudsman Ordinance, Cap. 397.

 

The Office of The Ombudsman has received from time to time complaints from members of the public against TD for failure to properly monitor the operations of franchised bus companies.  They alleged that some bus routes often failed to meet their frequency schedules or developed the problem of lost trips.  According to TD, it received through different channels some 2,000 complaints each year about franchised bus services failing to meet their frequency schedules or having the problem of lost or delayed bus trips in 2010 and 2011.

 

To ensure a satisfactory level of bus services, TD currently has a monitoring mechanism for franchised bus operations.  It includes checking the operational records submitted by franchised bus companies, initiating small and large-scale investigations, conducting site inspections in response to complaints about individual bus routes and gauging public opinions from different channels on bus services.  TD also requires franchised bus companies to conduct regular questionnaire surveys on passenger satisfaction every year.  Meanwhile, TD will follow up complaints from members of the public.  Nevertheless, the problems of irregularities in service frequency and lost trips have persisted.  There were recent media reports on suspected “phantom buses” running on the road, pretending to be in service to make up the number of trips for the required frequencies.

In view of the above, The Ombudsman considered it necessary to examine in detail the monitoring mechanism of TD.

 

Mr Lai said today (18 October 2012), “Although TD has put in place a mechanism to monitor the general operations of franchised bus companies as well as a system for handling public complaints, the problems of irregularities in service frequency and lost trips have continued.  Many people still find TD’s responses to their complaints unsatisfactory.  The monitoring mechanism does not seem to be entirely effective and there is room for improvement in its complaint handling in this area.”

The direct investigation will examine:

1. the monitoring mechanism of TD for the frequencies of service of franchised bus companies;
2. the handling of complaints by TD concerning the services of franchised bus companies; and
3. any areas for improvement.

The Ombudsman welcomes public views on this matter.  Comments should reach the Office of The Ombudsman on or before 16 November 2012:

 

Address:  30/F, China Merchants Tower, Shun Tak Centre

 

168-200 Connaught Road Central, Hong Kong

 

Fax:        2882 8149

 

Email:      complaints@ombudsman.hk

 

 

Press enquiries: 2629 0565

 

 

 

Office of The Ombudsman
18 October 2012